Hilsen alle,
Baseret på den tidligere kommunikation og opdatering fra klageren genåbnede vi klagen og vil gøre vores bedste for at løse den.
Mange tak, wxwI , for dine e-mails og de medfølgende dokumenter med opdateringer fra kasinoets ADR'er.
Selvom du ikke kendte til det, og jeg indrømmer, at jeg ikke sagde det helt klart i mit tidligere indlæg (jeg beklager ulejligheden), ville klagen automatisk være blevet åbnet af vores system 3 måneder efter den midlertidige lukning af klagen . Derfor brugte jeg ordet "midlertidigt" med vilje der. Derudover betyder klassificeringen "afventer tilsynsmyndighedens beslutning" et usikkert resultat af klagen fra vores side (uden straf, selvom den er klassificeret som "uafklaret"), så vi ville have vendt tilbage til klagen og gennemgået/genåbnet/opdateret den alligevel . Vores system er desværre ikke perfekt, og ved at anmode om genåbning tidligere, end systemet automatisk kunne have åbnet selve sagen, blev datoen for den automatiske genåbningsdato udskudt med 3 måneder. Derfor gik der længere tid, før jeg bemærkede, hvad der foregik og undersøgte sagen i detaljer. Jeg forstår din frustration, men dybest set ville det have været nok, hvis du kun ventede et par dage mere, og klagen ville være blevet genåbnet af vores system og bede dig om en opdatering.
Jeg beklager oprigtigt, at jeg vender tilbage til dig med en forsinkelse. I hvert fald, endelig nogle gode nyheder til dig nu - efter at have gennemgået alle de detaljer, du gav os efter den midlertidige klagelukning og tjekket kasinoets hjemmeside vedrørende deres interne klageprocesser, lad os bede kasinoet om at undersøge sagen igen og forklare situationen . For at være ærlig giver deres måde at håndtere spillernes klager på, såvel som udtalelser om ADR'erne, overhovedet ingen mening.
Selvom jeg kun var i kontakt med casinorepræsentanten uden for tråden, havde jeg i mellemtiden en anden sag med casinoet, hvor de svarede direkte i tråden, og de skulle endelig have sammensat håndtering af klager på 3. parts fora. Så jeg tror, at nogen fra casinoet vil kommentere sagen her eller i det mindste vil svare mig med relevante oplysninger og detaljer uden for tråden. Ellers, efter alt det, der skete her, vil klagen blive lukket som uafklaret.
Tak for din uendelige tålmodighed og forståelse.
Kære 888 Casno Team ,
Se venligst på brugerens problem igen og giv os den relevante forklaring/oplysninger/detaljer/understøttende beviser, især vedrørende spillerens resterende saldo, der var tilbage på den omstridte konto.
Da ADR'er, som kasinoet angiver i sine vilkår og betingelser, kun accepterer tvister efter kasinoets interne klageproces er afsluttet, kræver vi dit fulde samarbejde her og nu. I en anden klage har du givet os information om, at casinoet ikke har nogen e-mail-support, og at spillere skal henvende sig til casinoets live chat, men det ser ud til, at casinoets live chat ikke var særlig nyttig i dette tilfælde, og der er ingen andre instruktioner til den interne klageproces. Derfor ser det ud til, at der ikke er nogen måde, hvordan vi eller spilleren kan løse sagen, end at kasinoet vil samarbejde fuldt ud om at løse denne klage og levere alt det ønskede.
Som angivet ovenfor, bemærk venligst, at hvis kasinoet undlader at samarbejde og levere det ønskede, vil klagen blive lukket som uløst, og kasinoets vurdering vil blive reduceret tilsvarende.
Hvis det passer dig bedre, er du velkommen til at dele alt relevant via e-mail ( branislav.b@casino.guru ).
Tak for din forståelse. Ser frem til at høre fra dig.
Greetings all,
Based on the previous communication and update provided by the complainant, we reopened the complaint and will do our best to resolve it.
Thank you very much, wxwI, for your emails and the provided documents with updates from the casino's ADRs.
Although you did not know about it and I admit I did not state it completely clearly in my previous post (I am sorry for any inconvenience caused), the complaint would have been automatically opened by our system 3 months after the temporary closure of the complaint. Therefore, I used the word "temporarily" on purpose there. In addition, the "waiting for the regulator's decision" classification means an uncertain result of the complaint on our side (without penalization although classified as 'unresolved'), so we would have got back to the complaint and reviewed/reopened/updated it anyway. Unfortunately, our system is not perfect, and by requesting reopening earlier than the system could have automatically reopened the case itself, the date of the automatic reopening date was postponed by 3 months. Therefore, it took longer until I noticed what was going on and looked into the matter in detail. I understand your frustration, but basically, it would have been enough if you only waited a few more days, and the complaint would have been reopened by our system, asking you for an update.
I sincerely apologize for getting back to you with a delay. Anyway, at least finally some good news for you now - after reviewing all the details you provided us with after the temporary complaint closure and checking the casino's website regarding their internal complaint processes, let's ask the casino to investigate the matter again and explain the situation. To be honest, their way of handling players' complaints, as well as statements of the ADRs, make no sense at all.
Although I was in contact with the casino representative only outside the thread, in the meantime, I had another case with the casino, where they replied directly in the thread, and they should have finally put together handling complaints on 3rd party forums. So, I believe someone from the casino will comment on the matter here or at least will reply to me with relevant information and details outside the thread. Otherwise, after all that happened here, the complaint will be closed as unresolved.
Thank you for your infinite patience and understanding.
Dear 888 Casno Team,
Please look into the user's issue once again and provide us with the relevant explanation/information/details/supporting evidence, especially regarding the player's remaining balance that was left in the disputed account.
Since ADRs the casino states in its Terms and Conditions accept disputes only after the casino's internal complaint process is completed, we require your full cooperation here and now. In another complaint, you provided us with the information that the casino does not have any email support, and players have to turn to the casino's live chat, but it looks like the casino's live chat was not very helpful in this case, and there are no other instructions for the internal complaint process. Therefore, it appears there is no way how we or the player could solve the matter than that the casino will fully cooperate in resolving this complaint and provide all the requested.
As was indicated above, please note if the casino fails to cooperate and provide the requested, the complaint will be closed as unresolved, and the casino's rating will be decreased accordingly.
If it suits you better, feel free to share everything relevant via email (branislav.b@casino.guru).
Thank you for understanding. Looking forward to hearing from you.
Redigeret af en Casino Guru admin
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